GreenState Credit Union

MAC Digital Specialist I

ID
2021-2977
Category
Retail
Employment Classification
Regular Part-Time

Position Summary

POSITION SUMMARY:

Serves as a key member of the Member Assistance Center by providing high quality customer service to members through digital interactions.  This position will build relationships digital members and identify sales opportunities.  The individual will process transactions in a professional, accurate and efficient manner.

 

GREENSTATE CULTURE:

At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.

Essential Duties and Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:

  1. Adheres to the Credit Union's Service Standards in carrying out GreenState's mission and vision.
  2. Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.
  3. Demonstrates teamworkin all interactions with coworkers and in the completion of all duties and responsibilities.
  4. Ensures confidentiality of member information.
  5. Supports a diverse and inclusive work environment.
  6. Promotes and implements the values of the MAC.  The qualified candidate will be member focused, show excellence and accuracy in all of their work, demonstrate integrity, share one vision through teamwork, continually look for improvement, openly mentor others and respect others.
  7. Demonstrates a high degree of accuracy, attention to detail and multi-tasking ability.
  8. Researches and resolves complex member service issues with limited supervision.
  9. Displays an expertise in all GreenState Credit Union products and services and can effectively cross-sell other products.
  10. Educates members on the use of digital platforms and provides technical support while utilizing those digital platforms.
  11. Uses a computerized system for member verification, gathering relevant information to complete various transactions/requests while ensuring they are in accordance with the appropriate processes and procedures.
  12. Assists members, potential members and third parties with requests via the online chat platform, and via ITM, by:
    1. Answering questions about GreenState products and services
    2. Performing transactions and resolving problems that are within their authority to resolve.
    3. Refer problems that are beyond their authority to their supervisor, along with their recommendations.
    4. Ensuring timely follow up on chat tickets for continuation of high-quality member service.
  13. 13.   “Support the department by completing DocuSigns, chat tickets, and responding to email requests in the general inbox.”
  14. 14.   Assists members, potential members and third parties with requests via the online chat platform by:
    1. Answering questions about GreenState products and services
    2. Resolving problems that are within their authority to resolve
    3. Refer problems that are beyond their authority to their supervisor, along with their recommendations.
    4. Ensuring timely follow up on chat tickets for continuation of high-quality member service.
  15. Plays a vital role in enriching the community by participating in community service organizations and/or credit union sponsored events.
  16. Meets or exceeds established department goals in service level, sales points, productivity and other goals as assigned.
  17. All other duties as assigned.

Job Requirements/Expectations

JOB REQUIREMENTS:

  1. High school diploma or the equivalent (i.e. GED) and one to three years of experience, preferably in a communication center and/or financial institution.
  2. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.
  3. Individual must be comfortable being on camera at all times.
  4. Ability to read and interpret documents such as procedure manuals.
  5. Ability to prioritize and work efficiently in a fast pace environment.
  6. Proficiency with related computer applications, spreadsheets, word processing, and database applications.
  7. Must be bondable.
  8. Highly skilled in mult-tasking ability, accuracy and attention to detail.
  9. Thorough knowledge of deposit products and regulations.
  10. Ability to develop and maintain effective working relationships with co-workers.

Reporting Relationship

Reports to the MAC Service Supervisor.

Supervisory Responsibilities

This position is not responsible for the supervision of other employees.

Equal Opportunity Employment Statement

GreenState Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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